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transferring to voicemail v5 blank space

when someone external dials in, and i try to transfer them to voicemail, my phone shows it transfers successfully, but the person hears hold music until it just disconnects them. and then the voice mail generated is just blank space. here is the call log ;

inner office voice mail works fine. As does voice mail coming from a digital receiptionist. just not when you transfer someone to an extension and they don't answer. they just hear hold music and never get voice mail options.